Technology Support Officer

About us

Anglican Diocesan Services (ADS) is the principal provider of corporate services to the Anglican Diocese of Canberra & Goulburn, which encompasses the Property Trust, Parishes, Anglican Investment Development Fund, Synergy Youth, Anglican Campsites, Anglican Schools, ELCs, and Anglicare NSW South, NSW West & ACT.

About the role

The Technology Support Officer will be based at either our Head Office in Canberra, ACT, or at one of our supported schools in Broulee. This role supports both corporate and educational entities and reports directly to the Team Leader of Technology Support, with an indirect reporting line to the Director of Technology.

Main responsibilities

• Provide day-to-day technical support to end users for a range of hardware and software with a high level of technical expertise

• Ensure a high quality of service and support is provided to end users, aligned with our Service Level Agreements and agreed processes

• Log, monitor and manage end users' incidents, requests and tasks

• Use the ticketing system to document actions to effectively communicate information with the team and to the end user

• Take ownership of end-user technical issues, including initial troubleshooting, identification of root causes, issue resolution and communication

• Document, replicate and escalate any unexpected system behaviour for the team to investigate, ensuring all relevant information is collected to find a quick solution

• Development of end-user training documents and the associated knowledge base

• Interact with vendors to manage warranties on-site

• Travel to regional offices when required to assist end users with technical issues and hardware refresh projects

About you

You will have prior experience in a technical capacity, providing support for end-user environments across both enterprise and educational settings. As the initial point of contact for students and educators, you must possess exceptional interpersonal and customer service skills, adept troubleshooting capabilities, and proven problem-solving abilities. Additionally, the capacity to build and manage diverse relationships effortlessly is essential in this role.

Your skills, experience & personal attributes

• Experience in supporting end-user hardware and software

• ITIL awareness and understanding

• Device support experience in a Windows, IOS and ChromeOS environment

• Audio Visual support experience

• Some network support skills

• Experience in managing and prioritising own workload in accordance with SLA's

• Demonstrated experience in managing reactive ICT service requests using a dedicated ITSM system

• Demonstrated track record of strong communication skills and initiative

• Working within a team environment Initiative

• Initiative

• Energetic and enthusiastic about Information and Communications Technology work

Please contact Adrian Chin at (02) •••• •101(during business hours) for all enquiries.

If you would like to join our team, please send your written application specifically outlining how your skills, experience and personal attributes match those above, together with a cover letter and CV. Applications must also include the names and contact details of two professional referees.

Applicants must obtain a Working With Children clearance through the Office of the Children's Guardian (NSW) and a Working With Vulnerable People clearance through the Office of Regulatory Services (ACT) and have satisfactory National Criminal History Checks conducted by ADS.